Latest / Customer Journey with Fexingo: Touchpoints, Mapping, and Multi-Channel Marketing
Why Your Customer Journey Map Is Probably Wrong
In this episode of Customer Journey with Fexingo, Lucas and Luna tackle a hidden flaw in most customer journey maps: they're based on the company's internal view, not the customer's actual experience. Using the example of a B2B software company that discovered its sales-driven map ignored a critical research phase where customers spent 70% of their time, they reveal how biased mapping leads to misallocated marketing budgets. Lucas explains a simple fix: building a 'moment map' from customer interviews instead of sales team assumptions. They also discuss a case where a…
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